Yes, the expectation are that the screens should be sealed, but unfortunately, this isn’t an isolated incident. A few years back we had a user reach out about a Fly being stuck in their Samsung TV. Eventually, Samsung agreed to swap it out for them, but it seemed to be quite the headache. I’d definitely try to follow up with Hisense, and see if maybe a different agent ends up being more helpful. Sorry you’re dealing with this, I can image it being quite frustrating!